Sr. Specialist, Casino Operations

This position is on – site in our Royal Caribbean Headquarters 1050

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Royal Caribbean International, Casino team, has an exciting career opportunity for a full-time Senior Specialist, Casino Operations reporting to the Manager, Casino Operations.

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

Position Summary

The Senior Specialist, Casino Operations, supports the day to day execution of all casino programs and provides elite customer service to all casino business channels.  The primary function of the specialist is to support all casino marketing segments ensuring operational processes are within business guidelines and established standard operating procedures.

This position requires the need for time management skills to operate autonomously with little guidance. The role will require acknowledgment from respective segment managers for meeting required timelines for task completion. The success of this role will be measured by process efficiencies to include quality assurance and control, the achievement of services rendered and VIP guest satisfaction.

Essential Duties and Responsibilities

• Provides hands on support for all casino marketing segments, to include but not limited to, Club Royale, Player Development Specialists, Casino Partnerships and Royal Rep Network, to ensure that all sales and service requirements are met.
• Provides recommendations for systematic improvements and modifications to processes to enhance productivity and maximize efficiency.
• Responsible for responding to all inquiries within designated time frame from onboard casino team, call center team as well as other internal departments and act as a subject matter expert for casino policies and procedures to provide clarification and resolution.
• Maintains a full understanding of player programs, casino marketing campaigns and promotions and gaming activity data.
• Keeps current with Royal Caribbean Group and Brand policies.
• May be required to promote sales to casino consumers by initiating calls on behalf of designated promotions.
• Investigate guest escalations on bookings, service, billing, air or credit. Examines booking history, accounting information, related documents and correspondence with guests.
• Prepares all required duties related to Casino partnership events, including but not limited to certificate preparation, collateral distribution, campaign uploads and provides communications to all related parties.
• Creates and monitors casino groups and events for all casino segments and provides support for every aspect of the group planning process including point of sale, all services related to guest bookings, payment applications, pre-cruise group completion, post cruise reconciliation and provides content for analysis on group performance.
• Liaises with assigned group leaders and complete all requests from external clients to ensure that all group requests are met and properly executed. 
• Ensures superior customer service to internal and external guests to provide a seamless evolution of task completion.
• Coordinate with internal departments such as Casino Ops, F&B, entertainment, shore ex, air dept and GTO to facilitate special events.
• Order collateral and follow-up with suppliers or internal customers to ensure products are ordered/shipped and/or received in a timely manner.
• This position may be required to work additional hours outside of normal operating hours and may require weekend coverage.
• May be required to travel on land or sea to support casino events.

Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Education, Experience, Knowledge & Skills

• High school diploma or equivalent. Any equivalent combination of education and/or relevant industry experience.  Bachelors’ degree in Marketing, Hospitality or related field preferred.

• Minimum 3+ years’ experience in casino, sales or travel related operations.
• Intermediate level working knowledge of Microsoft Office Suite including Work, Excel, Access, Power Point, Teams and Outlook
• Knowledge of AS400 or similar reservations system required
• Experience with CRM system is preferred
• Ability to multitask with multiple software programs
• Able to analyze and interpret financial reports, policies, procedures and respond to questions from groups of managers, players, shipboard team and call center
• Effective interpersonal and communication skills to engage with all levels of internal and external guests, team members and management
• Strong written and verbal communication skills to converse in a multicultural environment
• Must be detailed oriented with excellent organizational skills
• Able to multi-task efficiently and provide solution to any situation that may arise.
• Must be a self-motivator and possess time management skills to prioritize the daily tasks and adjust to new assignments as provided.
• Ability to work independently and as part of a team.
• Ability to identify and resolve problems towards eliminating inefficiencies by implementing improved processes

Key Relationships

Casino Business Segments Leaders, OBR Departments, Guest Services, Revenue Management, Analytics, and Consumer Outreach Global Locations, Onboard Casino Teams, External Casino Partners

Working Conditions

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.

The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10 - 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

This position may also involve working in a casino environment, which can include exposure to loud noise, bright lights, and cigarette or cigar smoke.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group.  

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment. 

We are committed to providing equal employment opportunities and to providing reasonable accommodation to support candidates with disabilities during our hiring process. If you need a reasonable accommodation, please reach out to us at hraccess@rccl.com. This email is for disability-related accommodation requests only.